Duties and Responsibilities:
Effectively execute the call center's vision, mission, and objectives, ensuring alignment with organizational priorities.
Meet or exceed departmental key performance indicators (KPIs), driving the team toward consistent success.
Offer ongoing, two-way feedback to encourage high performance, foster a productive work environment, and promote continuous improvement.
Provide support to agents by handling complex accounts, taking escalated calls, and offering guidance on call handling as needed.
Maintain open lines of communication with agents, supervisors, and managers to ensure a cohesive team environment.
Conduct side-by-side live monitoring with Patient Account Resolution (PAR) Specialists for up to 90 minutes daily, providing real-time coaching and support.
Actively listen to agents' feedback and ideas to improve the overall workplace experience and foster a culture of continuous improvement.
Manage PIR (Patient Incident Reports) and other incident-related cases to ensure timely and accurate resolution for patients.
Monitor queue status regularly to ensure call center operations run efficiently and effectively in alignment with metric goals.
Communicate effectively with the management team to provide insights on employee performance and coaching needs, enabling data-driven decision-making.
Identify and implement opportunities for improvement in work processes and procedures, enhancing overall efficiency.
Create, update, and maintain procedural documentation as necessary to ensure alignment with current practices and regulatory standards.
Use sound judgment in decision-making and interdepartmental communication, ensuring a seamless flow of information.
Dedicate time each shift to monitor the call center specialists, providing hands-on leadership and ensuring operational efficiency.
Set aside time each shift to manage billing office ticklers, proactively contacting patients as needed for follow-up.
Provide additional support during periods of high call volume by assisting with inbound and inbound dialer queues.
Work rotational weekend shifts, on-call during inclement weather, or after-hours shifts as required, ensuring consistent support during peak times.
Knowledge, Skills, and Abilities:
Knowledge
Knowledge of customer service best practices.
Knowledge of calculating discounts.
Knowledge of client requirements and guidelines.
Understanding of billing and recovery cycle.
Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.
Working knowledge of Windows-based systems and Microsoft Office products
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, writing policy, and other office procedures and terminology.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resource modeling, leadership technique, and coordination of people and resources.
Skills
Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Time Management — Effectively managing one’s own time to maximize productivity.
Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Organizational Skills
Problem Solving/Analysis
Judgment and Decision Making
Interpersonal Skills
Abilities
Leadership – Ability to motivate, develop, coach, mentor, and lead others.
English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
Written Comprehension — The ability to read and understand information and ideas presented in writing.
Written Expression — The ability to communicate information and ideas in writing so others will understand.
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition — The ability to identify and understand the speech of another person.
Speech Clarity — The ability to speak clearly so others can understand oral communication.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.